Roxana Gulea, Customer Engagement Manager at Adore Me
Thirty years ago, yes, in 1999, I worked at a Sears contact center in Provo, Utah. This was a large contact center with hundreds of agents who took calls from customers with questions regarding products in the Sears catalogs, concerns about their orders and who were placing orders. During that summer, I learned working in a retail contact center is challenging. This is because the retail industry strongly emphasizes the importance of delivering fast, high-quality customer service, particularly over the phone.
Adore Me is a women’s intimates company based in New York City. The company manufactures and sells lingerie, sleepwear, swimwear, activewear and other products. This disruptive lingerie startup is creating fast fashion and affordable, inclusive intimates, and they understand the importance of excellent customer service.
In their search for a new contact center solution, Adore Me placed a premium on system flexibility, ease of use, ability to customize, CRM integration, robust reporting and agent monitoring functionality. Adore Me faces significant seasonal inbound traffic spikes, and the ability to view real-time reporting and react instantly by activating new agents was a key differentiator for Talkdesk. Adore Me also needed to be able to scale quickly. Talkdesk offers Adore Me the scalability to add agents as needed, including stand-by agents in remote locations.
With plans to double seat count in two existing Philippines contact centers over the next 12 months, and transition from being an online-only retailer to expanding into brick-and-mortar with over 300 stores opening in the next five years, Talkdesk was the clear choice to support Adore Me’s brand growth.
Seamless integration with Talkdesk for Zendesk was another reason Adore Me chose Talkdesk. This will improve overall efficiency for Adore Me contact centers with time-saving automations, including ticket creation, data updates and customer information screen pops for agents. In addition, Talkdesk Quality Management provides Adore Me the business intelligence needed to ensure agents are engaging in quality interactions and providing an optimal customer experience through voice analytics and customer sentiment analysis.
“The speed and rapid pace of innovation, and the company’s dedication to it was something that stood out with Talkdesk during our evaluations,” said Roxana Gulea, Customer Engagement Manager at Adore Me. “Talkdesk’s strong reputation for placing a high value on customer input, and quickly implementing that input into its solution through added features and capabilities, showed that Talkdesk would be a long-term partner for Adore Me and help set us apart through outstanding customer service.”